Principal Help Desk Engineer

As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress.

Business Summary

The Deltek Engineering and Technology team builds best-in-class solutions to delight customers and meet their business needs. We are laser-focused on software design, development, innovation and quality. Our team of experts has the talent, skills and values to deliver products and services that are easy to use, reliable, sustainable and competitive. If you're looking for a safe environment where ideas are welcome, growth is supported and questions are encouraged – consider joining us as we explore the limitless opportunities of the software industry.

Position Responsibilities

As a Principal Help Desk Engineer in Maconomy Engineering, you will become a valued member of our Engineering Help Desk team with the primary purpose of ensuring we find successful resolutions to customer issues that makes their way to the team.

Deltek Maconomy is a project-based enterprise resource planning (ERP) solution which is purpose-built specifically for the distinct needs of professional services firms.

We're looking for a proactive and logical Technical Helpdesk Engineer to join our team based in Copenhagen. As a Senior Help Desk Engineer, you will use your technical experience & skills to troubleshoot our Maconomy solution in close cooperation with the Technical Developers, in order to resolve complex cases that are unable to be resolved by the Support Services team. As part of the role, you will be working closely with the Support Services, Product Managers, and Engineering teams to ensure that the best and most timely solution to the cases is provided to our Customers.

Key Responsibilities:

• Liaise regularly between Support Services and Engineering
• Test software issues/defects to make sure they are valid defects
• Investigate and develop/come up with a workaround to assist clients who are not able to use the application feature
• Test application from the point of installation, deployment, and usability
• Assist developers in tracing down the root cause of defects
• Analyze database issues and provide fix scripts using appropriate DB management tools
• Use TFS for defect management, RNT for customer issue management, and Microsoft Teams for cross-business collaboration
• Escalate issues requiring development assistance to the Development team
• Create defects using TFS and link information to Support cases
• Support communication between Dev and Support, following up on requests for further information from either Dev or Support about specific escalated cases or defects
• Review cases submitted to Help Desk by Support to determine if existing defects exist and create new defects if they do not exist
• Generate ad hoc reports regarding cases assigned to the Help Desk team, those with development, those being worked on, etc.
• Track the status of bug fix defects and follow up with Engineering as necessary.

Qualifications

We are looking for people who have the following experience:

• 5+ years of experience of working in a technical software support role
• Demonstrable experience and qualifications using a variety of software development languages
• Excellent knowledge and skills with relational database management (RDBMS) systems – preferably including SQL Server and Oracle
• A background of working with ERP Software and a high-level understanding of the purpose and uses of this type of system
• Strong analytical skills
• Customer service-oriented
• The ability to adapt quickly to new technical environments
• The ability to work under tight deadlines and work effectively in an environment with multiple competing priorities
• Strong communication skills, including the ability to write clearly and concisely, and to present information in a way that facilitates interpretation
• Excellent proficiency in written and spoken English

Travel Requirements

No

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